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Workforce Management Resources Library

Discover exciting e-books, webinars and other free workforce management and contact centre resources. Download or watch for free.

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Workforce Management Resources Library
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Videos PlanCon 2019 - Win Customers for Life Using Omnichannel Support
Abhishek Somani

PlanCon 2019 - Win Customers for Life Using Omnichannel Support
Videos PlanCon 2019 - Five WFM Hacks You will Need in 2020
Panel

PlanCon 2019 - Five WFM Hacks You will Need in 2020
Videos PlanCon 2019 - Does Size Matter … in Planning?
Steven Miller

PlanCon 2019 - Does Size Matter … in Planning?
Videos PlanCon 2019 - Plan Smarter with injixo: Top Tips
Dean Couchman, Ray Agar

PlanCon 2019 - Plan Smarter with injixo: Top Tips
Videos PlanCon 2019 - WFM 2.0 - What the Future Holds
John Casey

PlanCon 2019 - WFM 2.0 - What the Future Holds
Videos PlanCon 2019 - How Speech Analytics Can Supercharge Your Planning
Steve Woosey, David Davies

PlanCon 2019 - How Speech Analytics Can Supercharge Your Planning
Videos PlanCon 2019 - Contact Centre Mega Trends: AI Takes over from Cloud as the New Disrupter
Martin Hill-Wilson

PlanCon 2019 - Contact Centre Mega Trends: AI Takes over from Cloud as the New Disrupter
Videos PlanCon 2019 - Latest Thinking on Scheduling
Jonty Pearce

PlanCon 2019 - Latest Thinking on Scheduling
Videos PlanCon 2019 - Welcome Keynote PlanCon UK
Peter Bollenbeck

PlanCon 2019 - Welcome Keynote PlanCon UK
Other Service Level Agreement (SLA) Toolkit
Team injixo

Service Level Agreement (SLA) Toolkit
Other 2019 - Contact Centre WFM Benchmark Report
Team injixo

2019 - Contact Centre WFM Benchmark Report
Other Online WFM Return-on-Investment Calculator
Team injixo

Online WFM Return-on-Investment Calculator
Videos PlanCon 2018 - Top Challenges in Contact Centre Planning
Jonty Pearce

PlanCon 2018 - Top Challenges in Contact Centre Planning
Videos PlanCon 2018 - Top 2018 Contact Centre WFM Benchmarks
Chris Dealy

PlanCon 2018 - Top 2018 Contact Centre WFM Benchmarks
Videos PlanCon 2018 - Breaking Down the Barrier Between Planning & Operations
Jason Bartram

PlanCon 2018 - Breaking Down the Barrier Between Planning & Operations
Videos PlanCon 2018 - Technology Trends in WFM
Simon Waldron

PlanCon 2018 - Technology Trends in WFM
Videos PlanCon 2018 - Standards in Planning
Phil Anderson

PlanCon 2018 - Standards in Planning
Videos PlanCon 2018 - Resource Planning: Back to the Future
John Casey

PlanCon 2018 - Resource Planning: Back to the Future
Videos PlanCon 2018 - The WFM Journey at emovis
Tim Milburn

PlanCon 2018 - The WFM Journey at emovis
Videos PlanCon 2018 - Welcome Keynote PlanCon UK
Peter Bollenbeck

PlanCon 2018 - Welcome Keynote PlanCon UK
Videos Employee Engagement
Simon Waldron

Employee Engagement
Webinars How to Improve Professional Development in the Contact Center
Team injixo

How to Improve Professional Development in the Contact Center
Webinars Contact Center Forecasting 2.0
Team injixo

Contact Center Forecasting 2.0
Webinars How to build a strong WFM team
Team injixo

How to build a strong WFM team
Webinars Perfect Skills-based-routing in the contact center
Team injixo

Perfect Skills-based-routing in the contact center
Webinars Excellence in Scheduling
Team injixo

Excellence in Scheduling
Webinars How to Efficiently Manage SL with the Right Technology
Team injixo & Fonolo

How to Efficiently Manage SL with the Right Technology
E-Books How to Be a Call Center Workforce Management Superstar
Team injixo

How to Be a Call Center Workforce Management Superstar
E-Books The Must-Have Guide to Accurate Call Center Forecasting
Team injixo

The Must-Have Guide to Accurate Call Center Forecasting
E-Books How to Successfully Achieve Service Level in Your Contact Center - Part 1
Team injixo

How to Successfully Achieve Service Level in Your Contact Center - Part 1
E-Books How to Improve Schedule Adherence with injixo
Team injixo

How to Improve Schedule Adherence with injixo
E-Books The Complete Call Center Employee Engagement E-Book
Team injixo

The Complete Call Center Employee Engagement E-Book
E-Books How to Successfully Achieve Service Level in Your Contact Center - Part 2
Team injixo

How to Successfully Achieve Service Level in Your Contact Center - Part 2
E-Books The Best Cloud Software for Contact Centers
Team injixo

The Best Cloud Software for Contact Centers
E-Books 12 Steps to Successfully Implement WFM in a Busy Contact Centre
Team injixo

12 Steps to Successfully Implement WFM in a Busy Contact Centre
E-Books The Candid Guide to Achieving Service Level Like You Own It
Team injixo

The Candid Guide to Achieving Service Level Like You Own It
E-Books The Ultimate Guide to Forecasting with Excel
Team injixo

The Ultimate Guide to Forecasting with Excel
Webinars Evolution of Contact Center Planning - The Do's & Don'ts of Scheduling with Excel (Vol. 1)
Team injixo

Evolution of Contact Center Planning - The Do's & Don'ts of Scheduling with Excel (Vol. 1)
Webinars Evolution of Contact Center Planning - The Boundaries of Planning with Excel (Vol. 2)
Team injixo

Evolution of Contact Center Planning - The Boundaries of Planning with Excel (Vol. 2)
Webinars Evolution of Contact Center Planning - Excel vs. WFM Tool and What to Choose (Vol. 3)
Team injixo

Evolution of Contact Center Planning - Excel vs. WFM Tool and What to Choose (Vol. 3)
Webinars Evolution of Contact Center Planning - Moving from Excel to WFM (Vol. 4)
Team injixo

Evolution of Contact Center Planning - Moving from Excel to WFM (Vol. 4)
Webinars What You’ll Need to Know About Forecasting in 2021
Team injixo

What You’ll Need to Know About Forecasting in 2021
Webinars How To Make A Rock-Solid Business Case For Workforce Management Software
Team injixo

How To Make A Rock-Solid Business Case For Workforce Management Software
Webinars Real-time Management: What 'Good' Looks Like in 2021
Team injixo

Real-time Management: What 'Good' Looks Like in 2021